Player Support Manager

Player Support Manager | London | Full time

We’re Hutch, a mobile games developer & publisher with studios in central London, Dundee and Canada. Our mission is to build the most diverse and engaged automotive gaming community on mobile. Our games have been played by over 280 million people, with new titles in development.

We believe in putting our people first. Here you can make games without sacrificing quality time with family and friends. We strive to ensure our people are happy and healthy. 

Our teams are small and empowered, they have the independence to take on creative and technical challenges together, to work collaboratively, to make great games and have fun along the way. 

We believe in looking after our people, small empowered teams, complete transparency, test, learn repeat, community at the core and the freedom to focus on what truly makes a difference to our players.

We’re driven by our players! Come and Join the mission!

Player Support Manager - Top Drives

We’re looking for a Player Support Manager who is passionate about cars, games, and helping players get the most from our titles. Reporting to the Head of Player Support, the role will focus on being the link between our players and the development team on one of our most successful titles, Top Drives. We're seeking someone who is passionate about delivering exceptional support experiences, solving problems with empathy, and building lasting trust with our community.

Responsibilities

• Respond promptly and professionally to customer enquiries
• Handle and resolve customer complaints
• Perform and record customer refunds where appropriate
• Be the face of the company - work with passion and integrity - respond as a person and be honest and upfront with our customers
• Provide feedback on the efficiency of the customer service process
• React to emerging issues and form policy with game teams
• Liase with QA and the product teams to assess the impact of product updates on customer experience and CS volume
• Create new FAQ content
• Scale outsourced teams as necessary
• Being the first point of contact for VIP players via our CRM system 
• Build strong relationships with valuable customers and provide superb service and gaming experiences tailored to them
• Monitor the customer base for new VIP customer potential
• Localisation of presets and FAQ articles
• Make use of available technology to automate interactions with Players, both to gather information and respond to common queries
• Work alongside game teams to plan and execute in game events and promotions.
• Acquire knowledge of customers and build profiles including playing behaviours, interests, likes and dislikes and feedback to game teams.